CompUSA Repairs Laptop After New TAP Company Refuses
Assurant Solutions, the company that's supposed to be honoring any outstanding TAP agreements with former CompUSA customers, likes to refuse service for arbitrary reasons. Luckily for TAP-holders, CompUSA has said it will honor any TAP agreements if Assurant doesn't. The guy with the broken laptop wrote back to let us know that CompUSA indeed came through for him after every attempt he made with Assurant ended in rejection.
I'd just like to follow up with you guys after you were nice enough to post my story and get me help (incredibly quickly!). You guys were able to connect me to Lonny Paul at CompUSA who was able to support my warranty directly. I have my new adapter for my laptop (which I'm using now!), and everything is back to normal. Now, I am very satisfied by the level of support provided by the new CompUSA, however I feel Assurant Solutions is lacking. I would have a expensive Toshiba paperweight if it weren't for you guys, and I really appreciate all the help you guys have given me. Keep up the good work!
Remember, if you can't get anywhere with good-for-nothing Assurant Solutions on your TAP agreement, and you've got a legitimate repair, call CompUSA. From their director of e-commerce:
The All-New CompUSA would like to help ANYONE having issues with service and we hope they will contact our customer service department at 1-800-COMPUSA if they cannot have their issue resolved directly by Assurant.
(Photo: Getty)
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Comments:
@Landru: A fancy way of saying "Extended Warranty" - much like Best Buy doesn't sell "Extended Warranties" but "Performance Service Plans."
They TAP into your pocket and you end up with nothing. *sigh*
@Landru: According to CompUSA's website, "TAP" means "Technology Assurance Program", but I think ARPRINCE's explanation above is more accurate.
Curiously, the CompuUSA website also sez "Note: CompUSA Credit Cards are no longer accepted."
TAP - Technology Assurance Plan (or Program...I can't remember)
Wow, just wow. A company that doesn't even exist anymore is giving better service than the companies that might have a chance at repeat business from you...
Systemax, new owner of CompUSA, has come through just like I thought they would. Thankyou Consumerist for a postive report.
@dweebster: CompUSA is owned by Tiger Direct now....so what they did was get themselves some nice press.
@xtc46:
TigerDirect does not own CompUSA. Systemax is the parent company that owns TigerDirect, CompUSA, Global et al. Technically TigerDirect and CompUSA are subsidiaries or divisions of the parent company and would be best described as sister companies.
@Corporate-Shill: It was more of a merger of the two than them being sisters as all tiger direct stores are now CompUSAs...but you are correct, TD does not own CUSA. In Eithercase, Systemmax spent 80 bucks on a charger for the guy and now has the consumerist praising them. Money well spent.
I've ordered items from Tiger Direct which required way more support than I'd expect, and TD was a huge help each time. I love to complain, but this time I can't.
I have to assume that the TD operates under guidelines dictated by the parent company, and hopefully the same guidelines will apply to all companies owned by this parent.
I've been having some problems with my mac that I bought from compusa and got their warranty. This is good but I dont know if I can even trust them enough to send them my laptop. I wounder if I could talk them into sending me the parts and letting me do the repair my self.
The new CompUSA is definitely doing a great job in terms of pricing and customer service. And I love that they're doing this for their customers. On the other hand, I'm sure Assurant is aware of this and are probably just turning people down deliberately because they know CUSA will help them.
But in the end, all it does is get CUSA repeat customers so it's a great business move. Better to spend $50 on a power adapter and have a sure customer that will spend hundreds than have an unhappy customer that will tell all his friends to hate you.
@nsv: Yours is one of the few positive reports I've heard from of Tiger Direct. I stopped using them at all several years ago after being caught up in one of their well known rebate scams:
Your product is "in stock" and then suddenly gets "backordered" after they have your money. They lead you on with "it's almost shipping" notices, the product ships just after the time you have to submit the rebate form ("x" days from *purchase date*) and the rebate is denied on the "late submission" basis. Threatening them with telling the Judge tends to extract the money eventually, but it ain't worth it. Head over to bensbargains.net and search on this company.
I've also had to repair several machines shipped from TD that were banged to hell (allegedly in "shipping"), as well as missing parts.
However, some posts here make me think that perhaps TD has decided to hang in for the long haul and is cleaning up their dirty act. Supposedly they are playing more honestly with their rebates now, and if this thread was unsolicited (and not a setup by those companies via a shill) then it's a good sign.
I've seen reports elsewhere. The new CompUSA looks like a company I might want to do business with. They sure seem to be working hard to actually do the right thing. A rarity among retailers these days.
What is a TAP agreement?